Customer Service Manager

Job Summary:

The Customer Service Manager will develop and implement customer service policies and procedures, set and monitors performance metrics to drive improvements. They will optimally handle escalated customer issues and work collaboratively with other departments to enhance overall customer experience. Strong leadership, communication, and problem-solving skills are essential for the success in this position, as is a commitment to fostering a customer centric culture within the organization. 

They will be responsible for maintaining interface between Customers, Partners and Suppliers and Manufacturing Locations. The Customer Service Manager will oversee the order progress, recovery actions, order expediting and risk mitigation plans when necessary. They will work closely with team members and functions of the manufacturing locations to recover the most reliable information to convey to customer!

In this Role, Your Responsibilities Will Be:

• Responsible for leading and motivating Customer Service Team, ensuring sufficient training and able to handle inquiries and issues effectively
• Support and enhance teams’ performance and professional growth 
• Carryout regular team performance reviews and provide constructive feedback 
• Responsible for hiring and onboarding of new staff.
• Responsible for Managing Customer Service activities for Dubai, Jubail and Buyout’s
• Responsible for overseeing the collaborate with internal and external customers 
• Responsible for creating and implementing customer service policies and procedures that align with the company's goals.
• Ability manage and effectively resolve raised customer complaints and complex issues whilst maintaining calmness and professional demeanor in challenging situations.
• Responsible for tracking KPI’s to access the effectiveness of the Customer Service Team 
• Ensures timely update is given to customers on the status/progress of orders adhering to the Global Communication Standards.
• Perform regular monitoring and follow up on all orders especially those of principal partners, key customers for shutdown and critical requirements.
• Monitoring of all orders with critical nature (Shutdown/ Liquidated Damages/Pre-committed orders/Other Urgent requirements) and regular updates to customers on the order progress.
• Reviews weekly/Monthly order status update reports for selected Local Business Partners.
• Monthly reporting of customer service performance and KPi’s 
• Maintains periodic files for orders with Inspection and Production schedule for easy reference and timely submission of production schedule to customer.
• Ensure adherence to local and international Emerson Trade Compliance procedures in connection with all transactions and business practices.
• Assist the Shipping team at the Plant to follow up with customers/Local Business Partners for all Finished Goods to achieve POR (Presidential Order Report).
• Drive Intelligent Automation and digitalization across customer service functions. 

Who You Are?

• Action Oriented.
• Decision making

For This Role, You Will Need:

• Excellent written and verbal communication skills
• International Trade Compliance 
• 5-8 years’ experience in Customer Service.

Preferred Qualifications that Set You Apart:

• Proficient in MS Office & Oracle applications
• Administration and organizational skills

Our Offer to You!

We recognize the importance of employee wellbeing and know that to do your best you have flexible, competitive benefit plans to meet you and your family’s physical, mental, financial, and social needs. We provide, a variety of medical insurance plans, Employee Assistance Program, tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Emerson, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that encourage innovation and brings the best solutions to our customers.

The philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Emerson.

Our training programs and initiatives focus on end-to end development, from onboarding through senior leadership. We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship, and coaching, project management, and on-the-job training

Adhere to Health, Safety & Environment policies as laid by the organization